Customer Success Manager - Equity Only

Rosie's People; New York (NY); Remote; USD 100,000 - 140,000; Part time

Job summary

A leading technology company is seeking a Customer Success Manager to enhance client satisfaction and success. This part-time, remote role involves leading a support team, engaging with customers, and advocating for their needs. The ideal candidate will have extensive experience in customer success, strong communication skills, and familiarity with tools like Zendesk and Salesforce. Join a dynamic team focused on innovation and customer satisfaction.

Benefits

Competitive equity package

Flexible work environment

Career development opportunities

Dynamic team culture

Qualifications

• Experience in a Customer Success or Support leadership role.
• Ability to manage relationships at all levels.
• Experience developing training programs is a plus.

Responsibilities

• Lead a high-performing support team to ensure customer satisfaction.
• Engage with customers across multiple platforms.
• Collect and analyze customer feedback for improvements.

Skills

Interpersonal Skills

Communication Skills

Problem-Solving

Education

3+ years in Customer Success

Tools

Zendesk

Salesforce

Asana

Job description

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Please note this is initially an equity-only, 100% remote, part-time role (6-8 hours PW, flexible).

Our client is a cutting-edge technology company that provides scalable, secure, and efficient solutions for cloud computing and data management. They are at the forefront of cybersecurity and compliance innovation, empowering businesses to leverage the latest technological advancements to mitigate risk, optimise operations, and drive growth. They have played a pivotal role in helping to drive digital transformation initiatives for the payments and settlement, fintech, regtech, central banking, e-commerce, insurance, and online government verticals. With a passion for innovation and a demonstrated history of client achievements across multiple jurisdictions, they have embarked on an exciting shift to digital operational resilience and compliance, fuelled by their commitment to technological innovation.

Looking to build on your track record in the rapidly evolving AI and cyberspace?

In this fast-changing digital era, technology is reshaping entire sectors, disruption is rampant, and standing still is not an option. You will help execute our client's strategic roadmap, lead the delivery of next-generation AI-powered solutions, and be immersed in a highly collaborative environment.

Role Overview

As the Customer Success Manager for our client, you will play a vital role in ensuring their customers' long-term satisfaction and success. You will lead a high-performing support team, cultivate strong relationships with key clients, and work cross-functionally to advocate for their customers' needs. Your efforts will directly influence customer retention, satisfaction, and product adoption. The role will report to the Director of Customer Success and will work closely with them to deliver visible and measurable outcomes.

Key Responsibilities

Proactively engage and respond to customers across multiple platforms (e.g., Zendesk, HubSpot, ClickUp)

Understand customer needs, resolve issues efficiently, and drive usage and adoption of their SaaS products.

Liaise effectively with internal and external senior-level stakeholders.

Share customer insights to influence strategic decisions, improve processes, and drive growth.

Work with internal teams to resolve all customer issues.

Prioritise and manage incoming support requests to ensure timely resolution.

Participate in an on-call rotation to address urgent customer-facing issues.

Develop trusted advisor relationships with key accounts.

Deliver personalised support and guidance that drives retention, loyalty, and customer satisfaction.

Collect and analyse customer feedback to identify common trends and areas for improvement.

Advocate internally for customer needs, influencing product and service enhancements.

Design and implement onboarding programs to ensure smooth customer adoption.

Develop and deliver training materials, best practice guides, and education sessions to help customers maximise product value.

Qualifications & Skills

3+ years of experience in a Customer Success or Support leadership role,

preferably within a Cyber / Risk SaaS environment.

Strong interpersonal and communication skills, with the ability to manage

relationships at all levels.

Proven experience with Zendesk, Asana, and Salesforce (or comparable

platforms).

Demonstrated ability to lead teams, manage projects, and prioritise

effectively.

Customer-centric mindset with a proactive approach to problem-solving.

Experience developing training programs and onboarding flows is a plus.

Flexibility to participate in an on-call support rotation as needed.

Comp & Benefits

Competitive equity package.

Opportunity to work with cutting-edge technologies and innovative solutions.

Flexible work environment - they are a remote-first company.

Career development and growth opportunities.

Dynamic and collaborative team culture.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Part-time

Job function

• Job function

  Other

• Industries

  Business Consulting and Services and Consumer Services

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